IT Service Incident Manager

Lets be #BrilliantTogether

Overview

The IT Service Incident Manager is accountable for the coordination control and governance of major and critical IT incidents that have a significant impact on business operations clients or regulatory commitments.

During a major incident this role will lead the crossfunctional response ensuring appropriate technical teams service owners and external partners are engaged priorities are clearly defined and efforts remain focused on rapid service restoration and risk mitigation.

This role does not perform technical resolution but ensures clear ownership escalation decisionmaking executive communication and postincident governance aligned with ITIL best practices.

Responsibilities

ITIL Process Ownership & Governance

• Own and govern ITIL-aligned ITSM processes (Incident Major Incident Problem Change Management)

• Ensure processes are documented adopted and continuously improved

• Act as the central point of accountability for ITSM compliance

• Assess impact and urgency and initiate Major Incident process

• Lead incident bridge calls and war rooms

• Maintain focus on business-priority service restoration

Major Incident Management & Cross-Team Coordination

• Manage Major Incidents end-to-end from identification to closure

• Coordinate Infrastructure Cloud SRE Applications Security Service Desk and vendors

• Ensure clear ownership escalation and decision authority

• Validate audit-ready incident records and SLA adherence

Process Adherence & Data Quality

• Ensure accurate incident data and linkage to Problem and Change records

• Enforce closure criteria including RCA and corrective actions

• Facilitate PIRs and lessons learned sessions

• Identify recurring patterns and systemic risks

Reporting & Metrics

• Produce weekly Major Incident reports

• Deliver monthly ITSM and service health metrics

• Highlight trends risks and improvement opportunities

Continuous Improvement

• Drive preventative actions through problem management

• Partner with engineering teams on resilience and automation

• Continuously refine playbooks and escalation models

Tools & Platforms

• ServiceNow JIRA

• Monitoring and observability platforms

• Reporting and dashboarding tools

Qualifications

• Bachelors degree in IT Computer Science or similar course.

• 5-8 years in IT Operations ITSM or Service Delivery

• Strong hands-on ITIL knowledge

• Experience in global 24x7 environments

• Strong communication and stakeholder management skills

• Familiarity with ServiceNow or equivalent

• Experience with AI tools (preferred)

Certifications (Preferred)

• ITIL Foundation

• ITIL v3 or v4

• ServiceNow ITSM Certification

Success Measures for This Role

• Timely and effective Major Incident resolution

• High confidence in ITSM data quality

• Clear service health visibility

• Reduction in recurring incidents

• Improved operational discipline

Work Location & Schedule

• Amenable working on anon-traditional/night-shiftschedule. Our office is located at Ayala North Exchange Makati.

• Amenable working in hybrid set-up (3 days onsite per week)

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What You Can Expect from Us

At ISS STOXX our people are our driving force. We are committed to building a culture that values diverse skills perspectives and experiences. We hire the best talent in our industry and empower them with the resources support and opportunities to growprofessionally and personally.

Together we foster an environment that fuels creativity drives innovation and shapes our future success.

Lets empower collaborate and inspire.

Lets be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985 we offer top-notch benchmark and custom indices globally helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance sustainability cyber risk and fund intelligence. Majority-owned by Deutsche Börse Group ISS STOXX has over 3400 professionals in 33 locations worldwide serving around 6400 clients including institutional investors and companies focused on ESG cyber and governance risk. Clients trust our expertise to make informed decisions for their stakeholders benefit.

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Institutional Shareholder Services (ISS) is committed to fostering cultivating and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race color ethnicity creed religion sex age height weight citizenship status national origin social origin sexual orientation gender identity or gender expression pregnancy status marital status familial status mental or physical disability veteran status military service or status genetic information or any other characteristic protected by law (referred to as protected status). All activities including but not limited to recruiting and hiring recruitment advertising promotions performance appraisals training job assignments compensation demotions transfers terminations (including layoffs) benefits and other terms conditions and privileges of employment are and will be administered on a non-discriminatory basis consistent with all applicable federal state and local requirements.